ComplaintsforSterling Asset Recovery, Inc.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was repossessed Monday morning on May 8th, I was scheduled to pick it up Tuesday morning May 16th. During the process my vehicle was damaged, resulting in a dent in the rear trunk/hatch and a few scratches on the front bumper, along with two pair of sunglasses, a pocket knife and miscellaneous items missing. The Location of the tow yard is ******************************************.

  Business response

  06/19/2023

  According to our records, everything that was in the vehicle was returned to the customer and he signed the inventory list indicating all items were accounted for and returned to him. We did not damage the car in any way. The car is front wheel drive and was towed from the front. In other words we did not touch the rear of the car and we don't touch the front bumper as our lift goes under the car and picks it up by the bottom of the tires.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I have been in contact with this business in order to pick up car. They have failed to send me any information on where my cars location is .They have been unresponsive to emails and have not, texted or called me where my cars location is at.I had an appointment set with them and still did not receive any info as to where to pick up my vehicle.I have only heard back on Yelp, where the owner attached to the Yelp account was unhelpful and failed to give me a number in where I could talk to a representative of the company to find out more info about where my cars location.I only resorted to asking questions on Yelp as my emails have not been responded to and their phone number just redirects you to setting up an appointment online, which was the first step I did. And yet still have not heard a response.I just want to know where my car is located so I can pick it up. It has been over a week since they towed the vehicle and I have yet to be given the location of where to pick it up.I have had the company I pay my car loan to contact them as well and they have yet to hear a response from Sterling.Now the website will not let me set up an appointment or cancel the current appointment I had to miss due to the lack of communication by this business.This process has been unnecessarily difficult and stressful.

  Business response

  05/01/2023

  As explained ad nauseum to the customer, he needs to go to www.reporedemptions.com to request an appointment. All our appointments are scheduled online.  Whoever he is emailing, we have not received them and we would have simply advised him to go to the website. 

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that when I got the car back my glasses were missing. When we told the business they just said to file a complaint

  Business response

  05/01/2023

  We did not find any sunglasses in the vehicle and the customer signed the inventory form indicating all items were accounted for and returned to her. 

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up my vehicle yesterday and I saw a huge dent in the passenger door. That dent was not there when benchmark took my vehicle. I have pictures to prove the damage. That have dates and times.

  Business response

  03/15/2023

  We do not have an assignment for a ************************* so please have the complainant provide the last six digits of the vin so we can look up the account.

  Customer response

  03/15/2023

   
  Complaint: 19532941
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* the last six digits of my vin are ****** the date It was picked up was  02/20/2023 white ***** 2016 NX 200t F-sport 

   

  Business response

  03/29/2023

  We don't touch the passenger doors. We simply towed the vehicle by lifting the tires.  This is not damage caused by towing.

   

• Initial Complaint

  02/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car was repoed 2/17/23 ****** Altima 2020 last 6 of vin ****** and when I went to get my stuff 2/22/23 I was missing $300 from my wallet , my babys camera monitor , my boyfriends cowboy hat, my social security and my daughter social security cards were taken as well and I wanna know what we can do about the situation because its very unfair that they went through my wallet and took valuables and kept valuables

  Business response

  02/28/2023

  We don't have any assignments under that name so we would need the last six digits of the vin to look up the account and provide our response.

  Customer response

  02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was repoed by about Sterling Asset Recovery, Inc. about 2 weeks ago. When I went to pick up my car all my belongings were in a brown bag. But not everything was in that bag. I am missing $80. That were left im my car before getting repoed, also some car accessories such as pins and personal images.

  Business response

  03/15/2023

  According to our records, everything that was in the vehicle, other than items we are required to dispose of, was returned to the complainant and he signed the inventory list indicating all items were accounted for and returned to him. We did not find any cash in the vehicle.

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got repossessed by Sterling. They were really rude on the phone and hung up on me several times. They would not let me retrieve my purse that contained all my legal documents and financial assets. They finally gave me an appointment for a week later. When I came to retrieve my items they said my appointment had been cancelled. When they finally brought out my belongings all my money and shoes and clothing was missing. They all take no responsibility and say nobody went through my car. I have proof on video of my handbag being in there and receipts for all my belongings. I called the office to tell them what happened and the rude woman on the other end laughed at me and hung up on me.

  Business response

  03/08/2023

  We don't show anyone by that name in our system so we need the last six digits of the vin in order to look up the account and respond to the allegation.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not deserve any stars!! Sterling asset towed our truck and stole $800 from my husband wallet that was left in the car and claimed that the person that towed the car that day was gonna be contacted Also they did not let us grab our own stuff they charged $$$ to take our own items out The car!! Very hard to reach !! Was give an extension number that hung up on us every time. These ppl are thief's and they know it!!! They cover up for themselves !! This many complaints! You know they are bad ppl!! Riverside city location off Main Street!!!

  Business response

  01/26/2023

  Business Response /* (1000, 5, 2023/01/05) */ According to our records, there was no cash in the vehicle and the complainant signed the inventory list indicating all items were returned to him. Absent any evidence that there was money in the vehicle, we have little choice but to deny his claim. We would also add that he and his father caused quite a scene in our storage lot, made threats and we had to contact the police before they finally agreed to leave.

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I'm very upset with the people who work there. They are terrible at their jobs. First off the receptionist hangs up the phone every time we call. Second we literally paid all the money they asked for and still got robbed. The problem is whoever took out the stuff of our car actually stole some items that we paid for. We work hard for the stuff we have and I personally don't think that is right for anybody to take what's not theirs. They took my multimeter which I need for work, they took five spray cans I've barely touched and bought, cleaning supplies for my car to take care of, my microfiber towels (20pack) which are brand new as well. Now I honestly don't understand what kind of people do this ,it's inhumane and disgustingly disrespectful. I would very much appreciate if I get my stuff back or paid for. If this does not happen I will see to it that they will be served by my lawyer and may cost them more than expected. Thank you for your time.

  Business response

  01/05/2023

  We have previously communicated with the complainant about all of this and we explained that items like spray paint are disposed of in accordance with CA law. So why he's even mentioning those items when he knows they were disposed of is a mystery. As for the other items, we have no record of them ever being in the vehicle and we double checked our storage bins. He is well aware of this and simply casts aspersions against our staff with no evidence whatsoever. His claim has been denied.

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hi, first off I appreciate the help but however I do not accept the answer. I do understand the whole issue in regards to the liquid products. I do understand that completely however I don't understand how is it that the last place my other items were was in the vehicle and still till this day cannot find them anywhere. These items are used for work and I really do need them to support my family. I can honestly say that I'm sure the vehicle was the last place and the company was the last person's that had the vehicle as well. I'm missing my multimeter, microfiber towels (20pack), and galvanized rolled steel. I don't understand why they would or could do this to people. Also I've requested if I may have a supervisors contact information but they never provided it nor replied. Now I feel I'm being avoided and if they had nothing whatsoever to do with it then why would they not answer me back. This is incredibly frustrating and inhumane. These items are very important and ones persons property. So I ask for some helping hand from anyone weather it be replaced,reimbursed or returned in the same way that it was taken. Please. Thank you for all the help and I hope to hear back soon. Much appreciated and have a great day.

  Business response

  01/17/2023

  We have already responded and addressed the allegations. there is nothing new the complainant has said (other than to disparage us again) that changes anything.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  El día miércoles 14 de diciembre me presente a la 1:00pm a recoger mis pertenencias(Herramientas) se encontraban en el que era mi vehículo una Ford F150 color negra año 2012, la tenían en la dirección ***********************************. Pague $350 para q me entregaran mis pertenencias(Herramientas) las cuales esperaba recibir todas mis pertenencias(herramientas) pero no fue asi. Me hicieron firmar y fue donde me percaté q no están todas mis pertenencias(herramientas) y la persona quien me estaba entregando me dijo que era todo que no había mas y que si no estaba de acuerdo que pusiera una queja para q la compañía solucionara el problema Todas mis pertenencias(herramientas) restantes hacen un valor de más de $800 y tengo fotos de mis pertenencias(herramientas) q me faltan Yo se se q alguien de ese lugar las tiene ya q no me dejaron entrar para buscarlas y se negaban en decir que no avía mas pertenencias(herramientas) mías

  Business response

  02/01/2023

  Business Response /* (1000, 5, 2023/01/05) */ Thank goodness for google translate. We don't make anyone sign for their vehicle or property. Plenty of people refuse to sign. Everything that was in the vehicle was returned to the complainant and he signed the inventory list acknowledging that everything was accounted for. We have no additional items from the vehicle Consumer Response /* (3000, 7, 2023/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pues si pero ellos siempre hacen eso que siempre dicen que uno firma y ya no se hacen responsables pero yo como cliente no estoy satisfecho por que yo estoy consiente q no me entregaron todo además si ellos como empresa no me dejaron entrar para revisar y buscar mis pertenencias Ellos se cubren las espaldas unos con otros por que yo llegue y pague para q me devolvieron mis pertenencias y no fue así además no e sido el unico cliente que no les entregan todas sus pertenencias Yo sabía lo que tenía en el carro y eran muchas cosas Y como dice un dicho " el nada debe nada teme " si daban seguros q no avía mas pertenencias mías por q no me dejaron entrar ellos bien saben q son cosa de valor las q tenia y ahora ya no las tengo son mis herramientas de trabajo q perdí pero nadie se hace responsable Business Response /* (4000, 9, 2023/01/17) */ There is nothing new for us to respond to here. We have denied the claim. Consumer Response /* (4200, 11, 2023/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Se aprovechan de uno y les aseguro q mis pertenencias estaban en ese lugar a ellos siempre seguirán cubriendo en decir q uno firma y q supuestamente era todo lo q tenían pero yo estoy consiente en q me robaron por q no me entregaron todas mis pertenencias y si ellos aseguran q no habían mas pertenencias mías me uvieran dejado entrar para revisar Yo llegue entusiasmado en recibir mis pertenencias y nomas firme me percaté q hacía falta mucha de mis pertenencias y q ademas de las pocas q me dieron estaban revueltas Uno confía en que ellos hacen su trabajo pero con esto que me han hecho estoy decepcionado Vuelvo y repito yo recuerdo muy bien todo lo que estaba en el carro y aunque un les siga diciendo la verdad ellos seguirán cubriéndose con decir que se entregó todo y que se firmó

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩